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February 2021 Citi Bike Monthly Report

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February 2021 Citi Bike Monthly Report February 2021 Monthly Report February 2021 Monthly Report Table of Contents Introduction 3 Membership 3 Ridership 3 Environmental Impact 4 Rebalancing Operations 4 Station Maintenance Operations 4 Bicycle Maintenance Operations 4 Incident Reporting 4 Customer Service Reporting 4 Financial Summary 5 Service Levels 5 SLA 1 – Station Cleaning and Inspection 5 SLA 2 – Bicycle Maintenance 5 SLA 3 - Resolution of Station Defects Following Discovery or Notification 6 SLA 3a - Accrual of Station Defects Following Discovery or Notification 6 SLA 4 – Resolution of Bicycle Defects Following Discovery of Notification 6 SLA 4a – Accrual of Bicycle Defects Following Discovery or Notification 6 SLA 5 – Public Safety Emergency: Station Repair, De-Installation, or Adjustment 6 SLA 6 – Station Deactivation, De-Installation, Re-Installation, and Adjustment 7 SLA 7 – Snow Removal 7 SLA 8 – Program Functionality 7 SLA 9 – Bicycle Availability 7 SLA 10 – Never-Die Stations 8 SLA 11 – Rebalancing 8 SLA 12 – Availability of Data and Reports 8 2 The Citi Bike program is operated by NYC Bike Share, LLC, a subsidiary of Lyft, Inc. February 2021 Monthly Report Introduction On average, there were 23,695 rides per day in February, with each bike used 1.44 times per day. 3,975 annual members and 500,698 casual members signed up or renewed during the month. Total annual membership stands at 167,802 including memberships purchased with Jersey City billing zip codes. There were 1,308 active stations at the end of the month. The average bike fleet last month was 15,056 with 16,853 bikes in the fleet on the last day of the month. There were 25,145 bike/dock actions in February, averaging 898 per day. Citi Bike technicians conducted 20,156 bicycle inspections and repairs throughout the month and responded to 0 reported cases of vandalism. In February, there were 6,318 total customer service calls and 2,066 emails and web forms, with a rate of 0.99 customer service calls per 100 rides. The total revenue for the month was $3,032,190.38 with $844,552.67 from membership and user fees and $1,903,081.84 from sponsorship. Membership Citi Bike members purchased or renewed 3,975 annual passes, 498,333 single-trip passes, 2,362 single-day passes, and 0 three-day passes in February. There were 167,802 active annual members by the end of February. Ridership There were 639,789 trips in February, with an average 23,695 trips per day. The combined distance traveled for all trips was 1,088,843.34 miles. The average trip lasted 13 minutes and 45 seconds and covered 1.7 miles. Annual members completed the majority of trips, recording 526,349 trips, compared to 119,911 trips by casual members. Ridership was generally higher on weekdays, but weekends were more popular among casual riders. February 24th was the highest day for ridership this month with 45,834 rides. The most popular origins and destinations continue to be stations near large transit and tourist hubs, including the stations near Central Park, Penn Station and the Port Authority, Pershing Square, and the area around Union Square. As has been the pattern, the least frequented destination stations are in Brooklyn and Queens. 3 The Citi Bike program is operated by NYC Bike Share, LLC, a subsidiary of Lyft, Inc. February 2021 Monthly Report Environmental Impact Citi Bike riders burned a total of 43,553,733.60 calories for the month. According to a calculation published in the 2012 MTA Sustainability Report, we find that Citi Bike offset 566,199 pounds of carbon in February.1 Rebalancing Operations Citi Bike staff rebalanced a total of 25,145 bicycles during the month of February. The Service Delivery Department utilizes box trucks, vans, contracted trikes, articulated trikes ('bike trains'), valets, and member incentives ('Bike Angels') to redistribute bikes system-wide. Trike service is available in the Financial District, Midtown, Lower East Side and East Village, and valet service is available in the Financial District, Flatiron, East Village, Midtown, Penn Station, and Port Authority Bus Terminal. Bike Angels incentives are available throughout the system and dependent on predicted need for docks and bikes. Station Maintenance Operations There were 1,308 active Citi Bike stations at the end of February. Technicians made a total of 5,467 station visits to address dock and station field maintenance orders. There were 147 reported station malfunctions and 322 reported dock malfunctions. Docking point repairs were the most common ticket types. Station uptime for the month was 98.14%. Bicycle Maintenance Operations The bike shop at Gowanus completed 20,156 bicycle repairs in February. 14,038 total unique bikes were checked or repaired during the month in depots or in the field. Incident Reporting In February, there were 0 reported instances of vandalism, including stickers, graffiti, and damage to stations, which were addressed either by Citi Bike field staff or a third-party cleaning vendor. There were 2 crashes reported to Customer Service by Citi Bike riders. Customer Service Reporting In February, there were 6,318 total customer service calls. The Citi Bike call center processed 0 calls with an abandonment rate of 0%. The overflow call center, which also takes overnight calls, processed 5,925 calls. Call volume for February was approximately 0.99 calls per 100 rides. At Citi Bike, the average time to handle a call was 7 minutes and 6 seconds with an average hold time of 15.2 seconds. Citi Bike also received 2,066 emails and web forms. 1 See the ‘February Environmental Impact’ spreadsheet for detailed calculations 4 The Citi Bike program is operated by NYC Bike Share, LLC, a subsidiary of Lyft, Inc. February 2021 Monthly Report Financial Summary2 Revenue Categories February February YTD Annual Membership 581,119.61 1,468,218.26 Monthly Membership 5,037.66 22,955.75 Casual Membership 258,395.40 728,645.26 Annual Overages 33,093.96 75,135.17 Monthly Overages 5,080.25 10,656.29 Casual Overages 76,633.59 194,138.05 Other Revenue 172,936.82 769,910.73 Refund & Discounts (83,005.60) (210,168.57) Tax 79,816.85 273,881.90 Sponsorship 1,903,081.84 2,561,038.09 Total 3,032,190.38 5,894,410.93 Service Levels SLA 1 – Station Cleaning and Inspection Description: Every Station, as well as all Bicycles present, must be cleaned, wiped down, and inspected at least one time between the first and fifteenth days of the month, and one time between the sixteenth and last days of the month. Performance Rate: 99.49% SLA 2 – Bicycle Maintenance Description: Every Bicycle that appears in the Bicycle Fleet level recording each day shall have received a Bicycle Maintenance check and cleaning within the last 45 Days. Performance Rate: 99.99% 2 These are preliminary revenue figures and not audited. 5 The Citi Bike program is operated by NYC Bike Share, LLC, a subsidiary of Lyft, Inc. February 2021 Monthly Report SLA 3 - Resolution of Station Defects Following Discovery or Notification Description: Instances of deficient, damaged, or unclean Station components, or adverse conditions caused to the surrounding public property by the presence of the Station must be timely resolved following Discovery or Notification. Station Defects fall into the following severity classes, based on whether they are: (i) Defects Impacting the Area Surrounding Station (must be resolved within 24 hours); (ii) Defects Impacting the Usability of Entire Station (must be resolved within 48 hours); (iii) Defects Impacting the Usability of Specific Dock(s) (must be resolved within 48 hours); (iv) Defects Impacting the Appearance of a Station (must be resolved within 72 hours). Performance Rate: (i) 100%; (ii) 100%; (iii) 96.74%; (iv) 89.47% SLA 3a - Accrual of Station Defects Following Discovery or Notification Description: Every individual instance of a deficient, damaged, or unclean Station component must be resolved within 7 Days of Discovery or Notification. Station Defects fall into the severity classes listed in SLA #3, above. Performance Rate: (i) 100%; (ii) 100%; (iii) 100%; (iv) 100% SLA 4 – Resolution of Bicycle Defects Following Discovery of Notification Description: Instances of deficient, damaged, or unclean Bicycles, or adverse conditions caused to the surrounding public property by the presence of Bicycles must be timely resolved following Discovery or Notification. For the purposes of this SLA, Wrenching of Bicycle by a user will constitute Notification, and removal of Bicycle from service by Citi Bike will constitute resolution of defect. Defects related to Bicycles must be resolved within 48 hours if Bicycle is Wrenched, or 96 hours if Bicycle is not Wrenched. Performance Rate: 94.96% SLA 4a – Accrual of Bicycle Defects Following Discovery or Notification Description: Every individual instance of a deficient, damaged, or unclean Bicycle must be resolved within 7 Days of Discovery or Notification. Performance Rate: 99.97% SLA 5 – Public Safety Emergency: Station Repair, De-Installation, or Adjustment Description: In the event of a Public Safety Emergency, a Station must be repaired, De- Installed, or Adjusted as soon as possible, but no later than 12 hours after Notification. Stations De-Installed for Public Safety Emergencies must be reinstalled within 72 hours after the end of the Public Safety Emergency, as determined by DOT. Performance Rate: 100% 6 The Citi Bike program is operated by NYC Bike Share, LLC, a subsidiary of Lyft, Inc. February 2021 Monthly Report SLA 6 – Station Deactivation, De-Installation, Re-Installation, and Adjustment Description: As directed by DOT, Citi Bike must perform: (i) Station Deactivation(s); (ii) Station De-Installation(s); (iii) Station Re-Installation(s); (iv) Station Adjustment(s). DOT will provide a minimum of 48 hours advance notice prior to any of the above, except in instances where the continued presence/activity of the Station has been determined to pose a threat to public safety.
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